Your Feedback - TAC market research update (html)

  • Results of the TAC's Client Feedback Survey
  • What we are doing to improve our service

SURVEY RESULTS

The TAC regularly surveys clients to understand how we can improve our customer service. This brochure is about what you told us in our most recent survey and what we are doing to improve.

The following comments reflect some of the positive feedback from clients.

"Because they deal with the issues that need dealing with and they're very polite and very helpful."

"They resolve my problems as quickly as they can."

"When I have any enquiry, they are very fast, efficient and knowledgeable."

From your feedback, we have identified the

following three areas as important to you:

  • resolve my issues;
  • keep me up to date; and
  • treat me as an individual.

WHAT'S IMPORTANT TO YOU

Image outlining what is important to TAC clients

RESOLVE MY ISSUES

You told us that you need:

* issues resolved quickly; and
* clear and detailed explanations.

Most clients told us we resolve issues or queries quickly.

"Anytime I rang up they have been quite courteous and prompt."

"Resolved very quickly, very happy overall and all done within a week, it was great."

"Information is precise and punctual and it is clear and all issues are resolved professionally."

"I was well communicated with and well looked after. All information in writing was clear and I knew where I stood at all times."

You suggested the TAC improves by:

* making decisions quickly; and
* explaining decisions clearly.

"When someone is injured in an accident if they help them quickly then there is a better chance of recovery. There is always the opportunity to do something when it is fresh."

"They should explain their letters more (especially for elderly people). We should have it explained a bit more as some of the words are a bit confusing and I need some help."

What we are doing:

* reviewing the way we work; and
* improving the explanations in our letters.

We are improving the way we manage claims so we can make more timely decisions.

We are rewriting our letters to make sure our decisions are clearly explained. You can also call our Customer Service Centre if you are unsure about a decision we have made. Our Customer Service Centre number is 1300 654 329.

KEEP ME UP TO DATE

You told us that you want:

* to be kept up to date on issues; and
* information about the TAC and our processes.

Generally, the TAC keeps you up to date about what is happening with your claim and why.

"They have looked after me pretty well. They always checked up on me and they kept me up to date with everything."

"It's a good place for information and assistance with regards to injury from accidents."

You suggested the TAC provide:

* clear explanations of TAC processes; and
* timely updates; and
* be prompt about returning phone calls.

"I think more contact could be made particularly at the initial accident or shortly afterwards and more follow up after release from hospital."

"If you're going to make a timeframe then please call back in that timeframe... or ring back and say you can't."

"A quicker response when someone needs something."

"Let people know what's going on and what they're entitled to."

What we are doing:

* continuing to keep you up to date through phone calls or correspondence; and
* developing communication products to give you relevant information at the right time.

We are doing a lot of work to improve how we keep you up to date. For example, we have improved and updated our suite of brochures and information sheets. We have developed a DVD that explains how the TAC can help after an accident. We also have a client newsletter called Your Voice that clients can contribute to, by sharing stories and information.

TREAT ME AS AN INDIVIDUAL

You told us you need TAC staff to:

* treat you with respect; and
* understand your point of view.

Most clients tell us that TAC staff are polite, courteous and understand their point of view.

"Quite respectful of your situation, they don't treat you like a number, they treat you with respect."

"They're helpful, they'll explain everything you need to do and know. That's the main thing, you need to know what you've got to do next and they always help you do that."

You suggested the TAC improve by:

* providing personalised service; and
* minimising the number of people you need to speak with.

"Having one case manager for each case; one person that is responsible for a case from start to finish."

"It is hard to find the exact person to talk to every time you call; you have to speak to someone new each time."

What we are doing:

* organising ongoing customer service training for staff; and
* collecting client feedback regularly.

Sometimes more than one person at the TAC may handle your claim. The TAC's relocation to Geelong in January 2009 has meant that we have had an increase in new staff. We are using ongoing training to deliver consistent customer service no matter who helps you. In addition, we have provided our staff with a better information system so they can quickly address the issues that matter to you.

We are also making it easier for you to provide regular feedback about how we are performing. For more information, see the section below.

DO YOU HAVE MORE TO SAY?

We are committed to improving our service.

For us to continue to improve we need to hear your feedback regularly, whether it is good or bad.

Write to:
Private and confidential
TAC CLIENT FEEDBACK
PO Box 742
Geelong, VIC 3220 

TAC CONTACT DETAILS

Visit the TAC Contact us page

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